I&T Solution

Solution Description

Fano Labs specialises in Automatic Speech Recognition (ASR), Natural Language Processing (NLP) and Big Data Technologies to help enterprises with customer services, compliance and other lines of businesses. We provide AI technologies and solutions to clients from various industries, including Finance, Telecom, Government and more.

It is common to see CS agents answering inquiries or promoting products and services to their customers over the phone. Subsequently, managers are required to monitor agents' calls to ensure the quality of it, in terms of greeting, conversation interruption, incorrect/false information, and foul language involvement, etc. However, only a small percentage of these calls are really qualified due to tedious and time-consuming work. The level of monitoring can hardly meet the quality control requirement with random sampling or manual listening to every recorded call.

Failure on the part of agents to follow a mandatory script or business process leads to issues with service efficiency and customer satisfaction, and could put your business at risk if you operate in a regulated world.

With our self-developed Artificial Intelligence technologies, Fano Callinter can help customer service managers to walk through massive calls and pinpoint the non-compliant. Callinter is able to dig out the value behind the calls and provide insight for the business.